820-605 Dumps with Practice Exam Questions Answers
820-605 by Digital Transformation Specialist Actual Free Exam Practice Test
NEW QUESTION # 27
From a Customer Success perspective, why should the customer's health be monitored?
- A. to identify unused licenses so they can be addressed via a service improvement plan
- B. to directly enable renewals
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to provide the opportunity to address any changes in the customer's experience around the solution
Answer: B
NEW QUESTION # 28
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Contact the services team and request that they reach out to the customer to address the solution
- B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal
- D. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
Answer: D
NEW QUESTION # 29
What is the financial implication of churn?
- A. reduced revenue
- B. increased renewal value
- C. reduced technology footprint
- D. increased user licensing
Answer: A
NEW QUESTION # 30
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders
- B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Run analysis on all the license types used by the customer on all platforms
Answer: C
NEW QUESTION # 31
Which two adoption outcomes are renewal indicators? (Choose two)
- A. training attendance
- B. solution discount
- C. customer testimonial
- D. optimized services
- E. payment schedule
Answer: C,E
NEW QUESTION # 32
Which two actions are critical when communicating with executives? (Choose two.)
- A. Target executive priorities
- B. Focus on technical details
- C. Incorporate the sales team's plan
- D. Focus on the value achieved
- E. Keep services as a primary topic
Answer: A,D
Explanation:
When communicating with executives, it's critical to focus on the value achieved by the solution and how it aligns with executive priorities. Executives are interested in how the solution contributes to the company's strategic goals and overall success. References: Executive communication guidelines that prioritize value demonstration and alignment with leadership objectives.
NEW QUESTION # 33
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
Answer: B
Explanation:
Explanation/Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION # 34
How should a Customer Success Manager resolve a customer's skill gap for a new product?
- A. Create a blog post to publish on the company's engineering community website
- B. Allow the customer time to initiate action to address skill gaps on their terms
- C. Deliver skills required by role with associated training for the product
- D. Email a technical material link to customer stakeholders
Answer: C
Explanation:
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.
NEW QUESTION # 35
Which sources are used to identify customer barriers?
- A. executive insight, help desk summaries, upcoming marketing releases
- B. consumption data, customer budgeting process, customer sentiment
- C. industry observations, Annual Recurring Revenue, utilization reports
- D. sales forecasting, data, health score
Answer: B
Explanation:
The sources used to identify customer barriers include consumption data, customer budgeting process, and customer sentiment. These sources provide insights into how customers are using the product or service, their budgetary constraints, and their feelings towards the product or service. This information is critical for identifying any obstacles that might prevent customers from fully utilizing and gaining value from their purchases. By analyzing these aspects, Customer Success Managers can develop strategies to overcome these barriers and ensure customers are achieving their desired outcomes.
References:
*Cisco's official page on Customer Success Manager certification1.
*Cisco Customer Success Manager v2 exam topics, which outline the knowledge and skills tested in the exam2.
*Test Prep Training on 820-605 CSM - Customer Success Manager3.
NEW QUESTION # 36
What is the value proposition of customer success for customers?
- A. reduction of risk
- B. impacting business outcomes
- C. expansion opportunities
- D. reduced time to value
Answer: B
NEW QUESTION # 37
What is the purpose of capturing moments of success with a customer?
- A. recognizing the value of the engagement
- B. expanding the purchased solution
- C. validating deployment of the solution
- D. renewing the contract and subscription
Answer: A
NEW QUESTION # 38
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- B. Understanding your customer's health directly enables renewals
- C. It provides the opportunity to address any changes in the customer's experience or actions around the solution
- D. It gives the customer valuable insight so they can automatically renew critical on time
Answer: C
Explanation:
"Good and timely account health scores will logically drive accuracy into your renewal forecast.", not "directly enables renewals". Above that, the question starts with "From a Customer Success Perspective...". Renewal is a sales success. Customer success is about getting the value from the solution provided. Addressing experience is relevant.
https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
NEW QUESTION # 39
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?
- A. Provide the customer with access to the raw data to enable them to develop their own insights.
- B. Appoint a customer representative to review the data and give specific suggestions.
- C. Explain the limitations of the available reports and offer options to provide input to develop new reports.
- D. Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
Answer: C
NEW QUESTION # 40
Refer to the exhibit.
What does this health score indicate?
- A. The customer needs to consume more of this product.
- B. The customer is unlikely to advocate for this product.
- C. The customer is unlikely to renew this license.
- D. The customer needs to purchase more licenses.
Answer: C
Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.
NEW QUESTION # 41
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION # 42
What is the main objective of customer success?
- A. outcomes customers are trying to achieve
- B. customer's reduction of risk
- C. customer's return on investment
- D. known and unknown features of product and solutions
Answer: A
NEW QUESTION # 43
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)
- A. Experience
- B. Adoption
- C. Evaluation
- D. Deployment
- E. Awareness
Answer: C,E
NEW QUESTION # 44
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. continuing results based on unexpected value
- B. results that are not measurable
- C. moments of success when the customer acknowledges progress
- D. green health scores over intermittent time periods
- E. successful contract renewal
Answer: A,C
Explanation:
Opportunities that can lead to customers becoming advocates include moments of success when the customer acknowledges progress and continuing results based on unexpected value. These instances demonstrate the tangible benefits of the solution and can inspire customers to share their positive experiences with others, leading to advocacy.
NEW QUESTION # 45
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. data
- B. technical
- C. operational
- D. business
Answer: D
Explanation:
The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.
NEW QUESTION # 46
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Engage with the customer.
- B. Evaluate the Customer Success Plan.
- C. Collaborate with the sales team.
- D. Review the bill of materials.
Answer: A
Explanation:
The first step a Customer Success Manager should take is to engage with the customer to understand their needs, goals, and the reasons they chose the solution. This direct engagement provides valuable insights that inform the Customer Success Plan and ensure alignment with the customer's objectives. References: Best practices in customer success management emphasize the importance of customer engagement as the foundation for understanding the purpose behind a purchase.
NEW QUESTION # 47
Which one of the following solutions enable business outcomes in the financial industry?
- A. Remote Expert
- B. Plant Floor Control Network
- C. Multilayer Switching
- D. Medianet
- E. Internet of Everything
Answer: A
NEW QUESTION # 48
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A. Review the support case history to identify product quality or customer education issues.
- B. Contact the product operations team to review the telemetry and offer insights to the customer.
- C. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
- D. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
Answer: D
NEW QUESTION # 49
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
- A. Share the company's organizational chart with the support team.
- B. Clarity roles and responsibilities with the stakeholders.
- C. Provide customers with relevant use cases for the purchased solution.
- D. Ensure that the customer knows the point of contact for product training.
Answer: B
NEW QUESTION # 50
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Onboard
- B. Implement
- C. Adopt
- D. Use
Answer: C
NEW QUESTION # 51
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